Improving the Airport Customer Experience

National Academies of Sciences, Engineering, and Medicine

doi:10.17226/23449

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Improving the Airport Customer Experience

(2016)

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TRB's Airport Cooperative Research Program (ACRP) Report 157: Improving the Airport Customer Experience documents notable and emerging practices in airport customer service management that increase customer satisfaction, recognizing the different types of customers (such as passengers, meeters and greeters, and employees) and types and sizes of airports. It also identifies potential improvements that airports could make for their customers.

Contributor(s): National Academies of Sciences, Engineering, and Medicine; Transportation Research Board; Airport Cooperative Research Program; Bruce J. Boudreau; Greg Detmer; Stephanie Box; Ryan Burke; Joanne Paternoster; Lou Carbone

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Suggested Citation

National Academies of Sciences, Engineering, and Medicine. 2016. Improving the Airport Customer Experience. Washington, DC: The National Academies Press. https://doi.org/10.17226/23449.

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Publication Info

260 pages | 8.5 x 11 | DOI: https://doi.org/10.17226/23449

Chapters		skim
Front Matter	i-viii
Chapter 1 - Introduction to the Guidebook	1-7
Chapter 2 - Evolution of Approaches to Customer Service at Airports	8-19
Chapter 3 - Improving the Customer Experience A Research-Based Primer	20-56
Chapter 4 - Customer Service Needs and Expectations by Customer Type	57-66
Chapter 5 - Customer Experience Management Approaches and Customer Service Programs at Leading Non-U.S. International Airports	67-81
Chapter 6 - Airport-Wide Customer Experience Management Approaches at Leading U.S. Airports	82-94
Chapter 7 - Customer Service Trends in Terminal Design	95-105
Chapter 8 - Improving the Customer Experience Services and Amenities	106-129
Chapter 9 - Improving the Customer Experience People	130-145
Chapter 10 - Improving the Customer Experience New and Innovative Technologies	146-165
Chapter 11 - Improving the Customer Experience Summary and Implementation	166-188
Chapter 12 - A Template for Implementing a Customer Satisfaction Improvement Program	189-204
Appendix A - Customer Service Offerings of the Airports Profiled in Chapter 5	205-224
Appendix B - Bibliography and Collateral Material List	225-232

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